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Leveraging artificial intelligence in firm-generated online customer...

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agendaCandice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu XuJournal of...

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Agencement of onlife and phygital: smart tech–enabled value co-creation...

Agencement of onlife and phygital: smart tech–enabled value co-creation practicesCristina Mele, Tiziana Russo-SpenaJournal of Service Management, Vol. ahead-of-print, No. ahead-of-print, pp.-In this...

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How and when effective customer journeys drive brand loyalty: the role of...

How and when effective customer journeys drive brand loyalty: the role of consumer-brand identificationBernd F. Reitsamer, Nicola E. Stokburger-Sauer, Janina S. KuhnleJournal of Service Management,...

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Beyond templates: methodological reporting practices and their impact in...

Beyond templates: methodological reporting practices and their impact in qualitative service researchAku Valtakoski, Besma GlaaJournal of Service Management, Vol. 35, No. 6, pp.66-108The study aims to...

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Blending access-based services and triadic frameworks: an empirical...

Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-ServiceStefanie Fella, Christoph RatayJournal of Service Management, Vol. 35, No. 6, pp.42-65Recently...

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Is webcare good for business? A study of the effect of managerial response...

Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookingsAna Isabel Lopes, Edward C. Malthouse, Nathalie Dens, Patrick De...

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Acquisition as a mode for servitisation: servitisation integration and...

Acquisition as a mode for servitisation: servitisation integration and consequencesChristina ÖbergJournal of Service Management, Vol. 35, No. 6, pp.1-21While existing literature extensively explores...

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Exploring customer engagement tensions when pursuing responsible business...

Exploring customer engagement tensions when pursuing responsible business practicesAndrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen ShayJournal of Service Management, Vol....

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Customer experience (CX), employee experience (EX) and human experience (HX):...

Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implicationsAnders Gustafsson, Delphine Caruelle, David E. BowenJournal...

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